Elements and Performance Criteria
- Prepare for telemarketing campaign
- Study and clarify campaign details with team members, and prepare contact guides for telemarketing campaign
- Learn the features of the product or service to be marketed
- Discuss operational boundaries and targets with relevant personnel
- Develop proficiency in the use of relevant technology
- Develop strategies to achieve sales targets
- Identify and develop a clear understanding of fulfilment processes
- Ensure campaign and contact guides meet relevant legislation, codes, regulations and standards
- Conduct planned telemarketing activity
- Make customer contact in the most efficient manner possible
- Conduct contact according to contact guide, and enterprise policies and procedures
- Answer customer queries with professional responses, using active listening techniques
- Explain features and benefits of products or services to customers, where appropriate
- Improvise on contact guide content to suit customer needs
- Identify positive sales responses from customers and develop them into sales opportunities
- Close sales efficiently
- Escalate customer queries that cannot be satisfied, according to enterprise policy
- Manage negative customer responses
- Counter negative customer responses to the product, service or organisation with positive features and benefits
- Respond politely to personal or irrelevant negative customer responses
- Identify limits of the organisation’s tolerance to negatively responding customers and end negative customer contact accordingly
- Escalate negative customer responses appropriately
- Develop strategies to recover from negative customer responses and remain positive for next contacts
- Complete sales
- Record details of sale according to procedures
- Discuss and agree payment arrangements with customer and action according to organisational policy
- Advise customer of payment procedures
- Record and verify credit card details with customer where appropriate and according to organisational protocols
- Discuss and agree delivery arrangements with customer and record and action, where applicable
- Activate the fulfilment processes necessary to complete the sale
- Apply privacy requirements during the transaction
- Record campaign results